Managing Change by Innovative Engagement of Disablers of Change  Lessons from the roll out of e–governance project (Passport Seva Project–PSP) in Tiruchirappalli  Regional Passport Office

K. Balamurugan; B. Krishnamurthy

Volume : VII, Issue : IV, April - 2017

Managing Change by Innovative Engagement of Disablers of Change Lessons from the roll out of e–governance project (Passport Seva Project–PSP) in Tiruchirappalli Regional Passport Office

K. Balamurugan, B. Krishnamurthy

Abstract :

Information & Communication technology (ICT) has pervaded every walk of life inging in effectiveness, ease of use and anytime anywhere availability. Governance is not an exception, as the application of ICT enhances the vital element of transparency. This paper gives an account of how a manually worked, crowded Passport office was transformed into a streamlined, e–Governance– Passport Seva in the sensitive regions of Tiruchirappalli, Tamil Nadu. The case study provides details of the roll out of e–governance project on issue of passport, the resistances faced from internal and external stakeholders. It describes in detail how the external resistances were addressed – both directly and indirectly (innovatively) – to make the program successful. Change Management models are cited as reference and to substantiate the process followed. The lessons learnt is also given for adaptation for future roll out of such programs.